Managing ticket tags

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18 Comments

  • Casey

    Heather Rommel Thank you so much - yes, exactly what we were looking for!

    1
  • Andrew Chu

    Hi team,

    Do we have any options to export/view a full list every tag currently existing in Zendesk support?

    In Admin Center you only see the top 100 tags and they all cluster together in a pretty disorganized look. Appreciate your sharing

    1
  • Brett Bowser
    Zendesk Community Manager

    Hey Allison,

    When using tags in a business rule you would need to match the entire tag. So the ticket would need to include damaged_product tag for the survey to not fire.

    Let me know if you have any other questions!

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Casey, 
    You should be able to review the ticket events to see which trigger added the tag. See Viewing all events of a ticket.  

    If you can't find it in the ticket events, you can also try searching for triggers by action to find which trigger added the tag.  See example below.

    0
  • Rodger Bradford

    Hello, I recently have seen tags that are added by "Web Service."  What does this mean and how to control it?  These added tags are artificially changing the Updated date and make it appear as if there has been recent activity. 

    0
  • Joyce
    Zendesk Customer Care
    Hi Rodger,
     
    The ticket channel "Web Service" refers to ticket updates that came through API, via integration or app that you downloaded from the Marketplace (for example, CRM, JIRA, or Slack) or some other workflow that you have set up. You can also learn more about the Zendesk ticket channels in this article.
     
    0
  • Casey

    Great - thank you Lisa Kelly !

    0
  • Management / Mood nook

    I would like to define tags and not allow to use new tags. I would like to change a tag name if needed.

    0
  • Matt 🕵️

    @...

    Thank you so much for the insight.  I've passed this along to our other team members, and we'll give this a shot for clearing all of our tags simultaneously after they've been exported. 

    0
  • Allison Haun

    Hi all, 

    When creating a business rule based on a tag, does the rule match the entire tag or just portions of the tag text. 

    For example - if I don't want a survey to fire on tickets that have the tag 'damaged_product' would the survey still fire on a ticket that has the tag 'damaged'

    Thanks, 

    Allison

    0
  • Casey

    Hi Zendesk - How can I view the instance where a tag is being applied to a request?

    For example, I am trying to locate the trigger or automation where [x_y_z] tag is being applied to the request so that I can edit or remove that tag from being applied.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Casey

    If there's no automation or trigger listed underneath all the first actions taken on the ticket, you might have the setting turned on to enable automatic ticket tagging which you might want to turn off. It creates a LOT of unnecessary noise if it's checked.

    0
  • Aida

    Hi, we accidentally created a tag that I would like to remove and make sure it doesn't get added to even more tickets. How do I do that? I have found how to remove it from all tickets, but when we receive more tickets containing the word, it gets added again as a tag (it's the Dutch equvalent of "from" or "of" so that's almost all tickets!) 

    I've tried creating an automation for it, but I keep getting an error:

    What I've entered is: 

    All conditions: ticket status = smaller than closed
    One or more of the conditions: ticket tag contains at least one of the following: van
    One or more of these actions: ticket: remove tag - van

    I hope someone can help. Thanks in advance! 

    0
  • Casey

    Lisa Kelly I was able to locate the Events (thank you). However, I'm unable to locate where these tags (in red below) are applied. They don't appear to be applied by a trigger in the sequence. Any suggestions?

    0
  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi admin,

    Thank you for reaching out to Zendesk Support.

    If you're referring to changing a tag name on a ticket instead of adding a tag into it, you might consider changing the condition of your trigger from Add Tag to Set Tag.

    Please let me know if I have answered your inquiry correctly. Thank you!

    Regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

    0
  • Michael Froeming
    Zendesk Customer Care

    Hi Matt,

    You can use the Zendesk Support API to export ticket data including tags, and update the tag lists to remove tags in bulk. Here are links to the Zendesk Support API documentation that you need:
    Tickets API
    Updating tag lists API

    Best,

    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    0
  • Jeff C
    Zendesk Customer Care

    Hello Andrew,

    You can utilize the List Tags endpoint documented here to retrieve tags in your Support account.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    So glad to help Casey! Thanks for circling back!

    0

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